Southwest Airlines 1998 Annual Report Download - page 12

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12
SOUTHWEST AIRLINES CO. ¤ SIX STORIES OF FREEDOM
“We give our People the freedom to provide the best
Customer Service in the airline industry – we call it
Positively Outrageous Service. Our Customers simply call it
Southwest hospitality.”
— Colleen C. Barrett, Executive Vice President — Customers
It’s not enough to charge low fares and produce the lowest operating costs. In a
service business such as ours, safe, high quality Customer Service is required.
According to U.S. Department of Transportation statistics, we consistently rank first of
all the major U.S. airlines in overall Customer Satisfaction. And Money magazine
ranked Southwest number one in its November 1997 survey on airline service. Of
course, it’s People who deliver service and that’s where our Customer Service
commitment begins. We go to great lengths to hire great People with the right attitude.
Once hired, we provide a unique and supportive work environment, which encourages
our Employees to be creative and have fun. As a result, our People tend to go out of
their way to ensure our Customers have an enjoyable flight and are treated like guests.
Next to low fares, operating a dependable and reliable schedule is the most important
aspect of flying to Customers. Through a combination of efficient aircraft scheduling,
careful selection of airports, and our highly productive, hardworking, and motivated
People, we consistently operate an “ontime airline.” As important, we have one of the
best records in our industry with respect to the fewest number of canceled flights. We
have an all-jet fleet of Boeing 737 aircraft, which is one of the youngest in the world. To
accommodate our Customers’ hectic schedules and minimize the total trip time, we
offer quick and simple ticketing and boarding procedures. Our inflight beverage service
is fast and friendly, perfectly suited for our market niche. The seating configuration is all
coach with comfortable seats and ample room.